Job Title: IT Support Engineer
Hours of Work: 9am - 5.15pm Monday to Friday - 36.25 hours per week
Salary: Competitive
Location: Newark
Reports to: IT Manager
Summary:
We have an exciting opportunity for an IT Support Engineer to join our growing ICT team. As part of a hands-on team you will be a key point of contact for staff across the firm, providing support through our helpdesk and helping to deliver and maintain the systems that the business relies on every day.
The role is based at our Newark office, but you will be required to support all offices. There is a requirement to travel between offices, so a full current driving licence and use of your own vehicle (covered by business insurance) is essential. The role also involves occasional out-of-hours work to support maintenance windows, patching and migrations.
Key Duties and Responsibilities:
- To provide first-line helpdesk support by logging, triaging, prioritising, resolving and escalating tickets, while keeping users updated and maintaining accurate records.
- Deliver remote and on-site support across all offices for hardware, software, account, connectivity and day-to-day VDI issues.
- Provision, build, deploy, issue, recover and lifecycle-manage end-user devices and peripherals, maintaining accurate asset and stock records throughout.
- Carry out joiner, cross-boarding and leaver processes, including Active Directory and Microsoft 365 / Exchange Online administration, mailbox and licence allocation, and hardware setup and recovery.
- Administer Microsoft 365 services, including Exchange Online (+ On-Premise Exchange) Teams, SharePoint and OneDrive.
- Perform patch management and software updates, both scheduled out of hours and ad hoc, and respond to vulnerability findings.
- Install, configure and troubleshoot legal line-of-business applications, including SOS Connect / SOS Practice Manager and Diktamen.
- Maintain endpoint security tooling, support security awareness activity and training, and escalate cyber security concerns where appropriate.
- Verify backups, assist with file restore requests and participate in restore testing.
- Carry out quarterly office reviews, checking networking and shared equipment and addressing outstanding site-specific issues.
- Assist with ICT projects, including system upgrades, hardware refreshes, office moves, and software or equipment rollouts.
- Create and maintain documentation, guides and knowledge base articles, support user training, and contribute to a strong digital safety culture.
Person Specification:
Essential Experience
- Maths Level 2, English Level 2.
- Computing degree, higher education course, or equivalent industry experience.
- Windows 11 and Windows Server (2016 / 2019 / 2022) including Hyper-V.
- Active Directory and Group Policy.
- Microsoft 365 and Exchange Online administration.
- Microsoft Intune endpoint management and device provisioning
- Microsoft Azure.
- Wired and wireless networking and TCP/IP, including switches, VLANs and firewalls.
- Helpdesk / ticketing systems and remote support tools.
Desirable Experience
- Industry certifications (e.g. CompTIA A+, Microsoft Azure / 365 / Endpoint Administrator).
- Legal line-of-business applications (e.g. SOS Connect, Diktamen).
- Endpoint security tooling and backup tooling.
- IT asset and stock management, including inventory control and asset lifecycle tracking.
Skills Competencies & Attributes
- Strong troubleshooting and diagnostic skills across hardware, software and networks.
- Excellent communication, able to explain technical matters to non-technical users.
- Well organised, able to prioritise a varied workload and work to deadlines.
- Accurate documentation and record-keeping.
- Proactive, taking initiative and ownership of issues through to resolution.
- Customer-focused and approachable, builds rapport with users.
- A team player with integrity who also works well independently.
- Flexible, adaptable and willing to learn and upskill
- Team player.
- Sense of humour.
- Full current driving licence and use of own vehicle (business insurance) for travel across offices.
- Willing to work occasional out-of-hours for maintenance, patching and migrations.
Chattertons recognises that it is essential to provide equal opportunities to all persons without discrimination. The Company has an Equality and Diversity Policy and this sets out the Company’s position on equal opportunity in all aspects of employment. This is available upon request.
Please refer to our privacy policy at https://www.chattertons.com/site/about/privacypolicy/ for information regarding how your personal data is processed.
Job Types: Full-time, Permanent
Benefits:
Ability to commute/relocate:
- Newark-on-Trent NG24 4XB: reliably commute or plan to relocate before starting work (preferred)
Experience:
- IT support: 1 year (preferred)
Work Location: In person
